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Northern Rock (Asset Management) plc

Financial Ombudsman decision DRN5539661 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Mortgage administration, Complaint handling

In the Ombudsman’s words

Northern Rock made an error in December 2011 in telling Ms Y and Mr Z that their mortgage would revert to a full repayment basis from April 2012.Mortgage administration

The solicitor says that the adjudicator has focused on the process rather than the amount of distress and inconvenience caused to Ms Y and Mr Z by the nature of its conversations with them after they questioned the accuracy of the letter received in December 2012, and by its delay in responding to their formal complaint.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5539661.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.